Broker Integration Advocate

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stuff payroll health insurance 401(k)s and HR so owners can focus on their craft and their customers. With teams in Denver San Francisco and New York we support more than 500000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay benefits and equity (RSUs) because everyone who helps build Gusto should share in its success. Offer amounts are determined by role level and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

For small business owners choosing a platform to integrate their benefits is one of the most important decisions they make. As a Broker Integration Advocate youll own the customer journey from the moment a business signs up to integrate their benefits to the final implementation. Your goal: make sure every customer is ready to go when it leaves your hands so benefits get to the finish line on time and accurately.

That means guiding small business owners through one of the most important (and most complex) decisions they make for their teams and making the experience feel a lot less overwhelming than it sounds. It is meaningful work that directly impacts the lives of small business owners and their employees.

About the Team:

The Broker Onboarding team believes that great technology and great service arent mutually exclusive. Were building both. Every team member takes real ownership of their work and makes a tangible impact every day. Youll bring your project-management instincts to keep onboarding moving coordinate with internal and external partners and help us continue raising the bar for what benefits at Gusto can look like.

As an AI-native company we dont just use technologyits the backbone of how we work. We expect all team members to demonstrate digital fluency and a proactive approach to leveraging AI tooling to enhance accuracy speed and communication. At Gusto every team member contributes to a significant daily impact on the lives of those we serve. If you take pride in getting the details right and helping customers get the coverage they deserve this role is for you.

Heres what youll do day-to-day:

• Drive consultative outreach to keep customer onboarding on track : As the point of contact for our customers during this journey you provide exceptional consultative customer service via phone email and other channels. You educate our customers and anticipate their needs to ensure a smooth integration. That means anticipating where customers might get stuck surfacing blockers early and making sure nothing stalls because a customer didnt know what to do next.
• Be a real partner to your customers. Youre not afraid to pick up the phone and whether its a call an email or a screen share youre accessible responsive and clear. Customers should feel like they have someone in their corner.
• Project management: As the owner of the onboarding journey you anticipate roadblocks and work with relevant partners both internal and external to ensure and a smooth and accurate integration of our customers benefits
• Eligibility & Compliance: You review customer data against carrier eligibility standards to proactively mitigate errors and ensure both quality and compliance.
• End to end process: You own the entire onboarding journey: confirming eligibility gathering the required information building policies managing enrollments and ensuring accuracy while keeping our customers informed and engaged along the way.

Heres what were looking for:

• Professional Experience: Minimum 3 years of professional work experience ideally within healthcare health insurance brokerage hospitality or a fast-paced startup environment where anticipating customers needs and delivering a great customer experience is a central part of the role.
• Curious about technology. AI tools and automation are part of how this team works. You dont need to be an expert but you should be excited to learn and use tools like Glean Gemini and other LLM-based AI tools.
• Data-Driven Mindset: Proven success in metrics-based roles where data accuracy and hitting KPIs are central to customer success.
• Account management: Strong background in high-volume book of business under tight deadlines and seasonal peaks.
• Communication & Collaboration: Excellent customer communication skills with experience managing professional interactions with external company partners (brokers and insurance carriers) as well as customers.
• Adaptability: A skilled problem-solver who is comfortable navigating ambiguity and can pivot quickly in a dynamic operational setting.
• Self-Directed Execution:Highly self-motivated and capable of working both autonomously and collaboratively to meet individual and team goals.

At Gusto we strive to provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity-based compensation (ownership in Gusto). To learn more about Gustos compensation philosophy and benefits offerings please view ourTotal Rewards Approach page.

Our cash compensation range for thisrole is $23.50/hr26.44/hr in Denver. Final offer amounts are determined by multiple factors including candidate location experience and expertise and may vary from the amounts listed above

Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gustos subsidiary whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race color religion national origin age sex (including pregnancy childbirth or related medical conditions) marital status ancestry physical or mental disability genetic information veteran status gender identity or expression sexual orientation or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject toGustos Applicant Privacy Notice.